Justin Vazquez
Miami,FL
Summary
Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and multitasker with an organized approach and strong customer service skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst Level 1-2
Aegistech (Directly Supporting Blackstone)
Miami, FL
05.2025 - Current
- Diagnosed and addressed VDI and Citrix-related technical challenges, facilitating uninterrupted service delivery.
- Conducted long-term investigations and collaborated with cross-functional teams to ensure seamless operational status for end users.
- Collaborated in drafting knowledge base articles focused on resolving common technical issues encountered by new hires and end users.
- Conducted root cause analysis to identify recurring problems and recommended solutions.
- Trained new team members on service desk procedures and best practices for customer interaction.
Desktop Support Analyst
DYOPATH (Directly Supporting Royal Caribbean)
Miami, FL
05.2022 - 05.2025
- Provided on-site and remote technical support to users.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Utilized ServiceNow ticketing system to track and address customer needs.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Provide IT support to executives when needed.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
IT Support Analyst
NGN Engineering Inc.
Miami, FL
08.2021 - 05.2022
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Utilized Kaseya BMS ticketing system to track customer requests and prioritize urgent needs.
- Utilized Kaseya VSA system to remotely troubleshoot and assist users.
- Created user accounts and managed access control.
- Supported users with software, hardware and network issues.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Configured and distributed devices used daily by employees.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
Education
Bachelor of Science - Information Technology
Florida International University
Miami, FL12-2023
High School Diploma - undefined
Coral Gables Senior High School
Coral Gables, FL06-2020
Skills
- Remote Assistance
- Applications Knowledge
- Computer System Repair
- Operational Support
- Peripherals Maintenance
- Computer Hardware Knowledge
- Friendly and Patient
- Microsoft Windows and Office
- Tracking and Documentation
- Team Support
- Collaborative Team Player
Certification
- CompTIA A+
- CompTIA, Issued October 2024
- Expires: October 2027
Languages
English: Native or Bilingual
Spanish: Native or Bilingual
Timeline
Service Desk Analyst Level 1-2
Aegistech (Directly Supporting Blackstone)
05.2025 - Current
Desktop Support Analyst
DYOPATH (Directly Supporting Royal Caribbean)
05.2022 - 05.2025
IT Support Analyst
NGN Engineering Inc.
08.2021 - 05.2022
High School Diploma - undefined
Coral Gables Senior High School
Bachelor of Science - Information Technology
Florida International University